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How to raise a concern or give us feedback
At HealthNet Homecare, we are committed to providing safe, high quality care delivered with respect and compassion
Your feedback helps us improve and grow. Whether you have a suggestion, compliment, or concern, we value your voice. When you share feedback, we promise to listen, treat your concerns seriously, investigate fairly, keep you informed, sharing feedback will never affect the care you receive.
We see your feedback as an opportunity to learn and do better—for you and for all our patients.
If you a have a question, urgent issue or feedback
We aim to quickly resolve all patient queries, issues or concerns and our Patient Support Team are here to help, please call us straight away:
Monday to Friday: 8:00am – 6:00pm
Saturday: 8:00am – 5:00pm
If you have a concern or wish to raise a complaint
Please ask to speak with a Patient Support Manager. They will listen carefully and do their best to help. If you still want to make a complaint, they can do this for you over the phone. You can also email our Feedback Team at:
Email:
feedback@healthnethomecare.co.uk
Post:
HealthNet Homecare (UK) Limited
Unit 1 & 2 Alfred Eley Close
Swadlincote, DE11 0WU
Please include:
Your name
Your CT number
Details of the issue
Include ‘Formal Complaint’ in title of email
What Happens Next?
You’ll receive an acknowledgement from us within 3 working days.
A Patient Advocate may get in touch to make sure we understand your concerns clearly.
We aim to send you a full response within 30 working days.
If it’s going to take longer, we’ll keep you informed.
If You’re Not Satisfied
If you’re unhappy with our response:
Please contact us using the details in your letter or email.
We will look at your concerns again and either update our response or explain what we have already done.
If you’re still not happy after this, you can ask for your complaint to be reviewed by the Head of Patient and Customer Optimisation. They will get in touch with you to talk things through and try to find a solution.
External Support
You can also seek advice from the local Patient Advice and Liaison Service (PALS). PALS are not part of the Complaints Procedure itself, but they might be able to resolve your concerns informally or they can tell you more about the Complaints Procedure and independent complaints advocacy services.
You can find your local PALS office online at: https://www.nhs.uk/service-search/other-health-services/patient-advice-and-liaison-services-pals
An independent complaints advocacy service (ICAS) is available to provide advice and support for people who wish to complain about the NHS.
Your local ICAS service can be contacted on 0300 330 5454
Everyone in the HealthNet team works hard to give you the best possible service. Please treat them with the courtesy and respect they deserve. We reserve the right to refuse to provide services to individuals who act in a violent, threatening or aggressive manner.
If you still feel your complaint hasn’t been resolved, you can contact:
England & Wales
Health Service Ombudsman
Tel: 0345 015 4033
Scotland
Care Inspectorate
Tel: 0345 600 9527
Or Scottish Public Services Ombudsman (SPSO)
Tel: 0800 377 7330
Northern Ireland
Regulation & Quality Improvement Authority
Tel: 028 9536 1111
Or Northern Ireland Ombudsman
Tel: 0800 34 24 34
Learning and Improving Together
Your feedback is important to us. It helps us see what we are doing well and what we need to improve. We read all feedback carefully and share what we learn with our senior leaders. This helps us update our processes, support and train our staff, and make the experience better for all patients. Thank you for helping us improve the care we provide.